Swathi Sree Pinisetty
Hyderabad
Summary
Technical Support Analyst with five years of experience in providing effective technical support. Strong track record in diagnosing and resolving hardware, software, and network issues, contributing to high user satisfaction rates. Adept in utilizing ticketing systems and managing SLAs, ensuring swift incident resolution and collaboration across teams.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
Deloitte
Hyderabad
05.2021 - 11.2024
- Resolved software, hardware, and network issues through direct technical support for end users.
- Achieved 30% increase in customer satisfaction by delivering exceptional support.
- Resolved 95% of issues on first contact, improving efficiency and building trust.
- Managed incidents and service requests in ServiceNow to comply with SLAs.
- Escalated complex issues to relevant teams and ensured follow-through for resolution.
- Contributed to ODC laptop configurations and conducted compliance audits to address vulnerabilities.
- Performed password resets and workstation management in Active Directory.
- Oversaw key portfolios including Hard Drive Data Retention, MFA, Mobility, and Compliance.
- Maintained IT asset inventory through weekly reconciliation for accurate tracking.
Technical Support Analyst (On Contact)
Deloitte
Hyderabad
02.2019 - 05.2021
- Troubleshot basic software and operating system issues through in-person and remote support, facilitating user satisfaction.
- Handled incidents and service requests using ServiceNow to streamline operations.
- Configured applications and installed operating systems to ensure operational readiness.
Education
Bachelors of Technology - Computer Science And Engineering
TKR College of Engineering And Technology
Hyderabad01-2018
Skills
- Technical troubleshooting
- Asset tracking
- Remote support
- Laptop support (Windows and macOS)
- IT security and compliance
- Microsoft Office proficiency
- Network troubleshooting
- Vulnerability management and GPO
- Windows patching and application support
Certification
Qualys Vulnerability Management (VM) - Foundation
Accomplishments
Star Performer.
Timeline
Technical Support Analyst
Deloitte
05.2021 - 11.2024
Technical Support Analyst (On Contact)
Deloitte
02.2019 - 05.2021
Bachelors of Technology - Computer Science And Engineering
TKR College of Engineering And Technology